Relentless

If you want your business to grow and succeed long-term, you've got to be a service leader. To do that, you've got to be "Relentless." "Relentless" has to be a lifetime commitment. Lots of companies talk about their focus on customer service. Most cant, or more likely, won't sustain it. For years, I've watched organizations spend millions on advertising to attract customers. But then, by neglecting a single core principle, they drive customers away. The problem is that, when it comes to customer service, very few CEOs, very few companies are "Relentless". Some focus on customer service for a month, a year; some for six years. Very few leaders are willing to be constantly, permanently focusing on customer service.A focus on customer service can't be an add-on. It can't be for a while. It can't be under one CEO and then forgotten with the next. It has to be part of the corporate culture and it can't be B.S. If you're going to be successful, you got to be "Relentless."Too often, the financial people take over. They're looking only at numbers. They don't care about the customer experience and customer service, so these disappear. Financial people are not relentless, and as a result their businesses fail to be a great as they could be. If your goal is to build a business around the customer experience, you've got to be "Relentless." "What does it take to be "Relentless?" The most important thing is that it has to be a strategy. If you miss the strategy point of view, then it's just a matter of money and there's no real commitment. You must have a strategic, relentless commitment to customer service. Period. Being "Relentless" is part of culture in all elite, exceptional organizations. "Relentless" means that you can never give up: you've got to constantly focus on it. "Relentless" has to be a passion. "Relentless" has to be a lifetime commitment.